As a specialty retailer we understand that you need specific gear to achieve your climbing goals and sometimes we do not have the special products you need. We offer Special Orders on hard to find technical products from the brands we carry when we do not have an equivalent product in-store. We will acquire special order products with our next incoming store order.

• We do not accept returns on special order products that we do not regularly stock in-store.
• In some cases pre-payment may be required, otherwise we expect you to commit to the prompt purchase of your special order upon receipt of the item into our store. You can process payment through our ecom or pick-up in-store. 
• There are no holds on Special Orders. Items should be paid for within 7 days of the item arriving at our location.

For Special Orders not related to Work and Rescue equipment, please e-mail [email protected] and include the following:

• Subject: Special Order for [Insert Item Name]
• Name/Company and Contact information.
• Item(s) you'd like to special order.

We typically respond within 2-3 Business Days. Thank you!

Work and Rescue items are available for Special Order. If we currently do not have a certain item in-stock or you'd like to Order items that we do not have online, we will try to provide the item for you.

For Work and Rescue Special Orders, please e-mail [email protected] and include the following:

• Subject: Work and Rescue Special Order
• Name/Company and Contact information.
• Item(s) you'd like to special order and how many you need.
• Example: 3 x NEW ENGLAND KMIII 10.5MM FULL SPOOL - Safety Green colour

We typically respond within 2-3 Business Days. Thank you!

When you run into Payment Failures or if you receive an "Order Awaiting Payment Notification" email, it means your order has not passed the payment process. A customer has entered the postal code that does not match the postal code with their card-issuing bank.

To remedy this issue, please follow these steps:

1. Log into your account. If you did not start an account with us, Create an Account with the same email address you made the order with. It should retrieve any past orders you made with us.
2. Once you're logged in, click to Edit Billing Address and change the address to match with your card-issuing bank. Click Save.
3. Click My Orders to view all your Orders.
4. Go to your most recent order with the status "Awaiting Payment".
5. Under the "Payment" heading for the order, click on the "Pay Now" link or scroll to the bottom and hit the "Pay Now" blue button.
6. Follow the payment steps.

You can check your order by logging into your account.

If you ordered without starting an account (ordered as a guest), you can Create an Account with the same email address you made the order with. It should retrieve all your orders with us automatically and the history of your orders can be viewed.

If you still need help with your order, please send us an email or call us.